Senior CX/UX Researcher for Phygital Banking Strategy | Remote

Are you passionate about transforming customer experiences at the intersection of digital and physical banking? We're seeking an experienced Customer Experience (CX) and User Experience (UX) Researcher to join our innovative team. You'll lead research initiatives that shape our phygital banking strategy, using cutting-edge methodologies and technologies to create seamless customer journeys across multiple touchpoints. About the Project Our groundbreaking phygital strategy integrates communications across digital and physical spaces, creating novel experiences and usage contexts in the banking sector. This ambitious initiative requires comprehensive CX/UX research that transcends single-platform limitations. Your expertise will help us incorporate research findings into our product development processes while measuring change metrics over time. You'll have access to state-of-the-art equipment and technologies to support your innovative research approaches. Key Responsibilities - Immerse yourself in user experience analysis within retail banking environments, documenting and analyzing customer interaction patterns and behaviors. - Design and refine customer journeys across all banking touchpoints, ensuring cohesive experiences between physical locations and digital channels. - Partner with Customer Journey Experts (CJE) to develop, maintain, and prioritize comprehensive research backlogs. - Identify critical research opportunities, formulate testable hypotheses, and establish relevant baseline metrics for measuring improvement. - Proactively initiate research projects and generate actionable recommendations to enhance overall customer experience. - Execute diverse research methodologies including eye-tracking studies, in-depth interviews, quantitative surveys, field observations, and usability testing across the bank's digital channels. - Create and maintain a structured backlog of CX/UX challenges, producing essential artifacts such as Customer Journey Maps (CJM), Business Process diagrams, and related documentation. Required Skills & Experience - Minimum 3+ years of professional experience in CX/UX research roles, preferably in financial services or retail sectors. - Demonstrated ability to manage the complete research cycle from initial planning meetings through final reporting and implementation workshops. - Extensive experience conducting both customer experience research and usability testing, with a clear understanding of how these methodologies complement each other. - Proficiency in creating comprehensive Customer Journey Maps and practical application of design thinking principles. - Experience with modern research tools such as Lookback, UserZoom, Hotjar, and analytics platforms. - Strong facilitation skills for workshops and collaborative sessions with cross-functional teams. - Excellent communication abilities to effectively convey research findings to diverse stakeholders. - Proven track record of thriving in fast-paced team environments with multiple concurrent projects. - Demonstrated ability to initiate research projects and persuasively advocate for research-based decisions. Nice to Have - Experience working specifically in banking, fintech, or financial services industries. - Knowledge of behavioral economics and its application to customer experience design. - Familiarity with service design methodologies and practices. - Experience with remote research tools and techniques for distributed user testing. - Background in quantitative analysis and statistical methods for research validation. - Working knowledge of prototyping tools like Figma, Sketch, or Adobe XD. - Certification in UX research methodologies or related fields. Why Join Our Team? You'll be at the forefront of innovation in the banking industry, helping to shape the future of customer experiences in a rapidly evolving landscape. Our commitment to cutting-edge research methodologies and technologies provides an unparalleled opportunity to expand your expertise and make a tangible impact. Working with a collaborative team of professionals, you'll tackle complex challenges and transform how customers interact with banking services across physical and digital touchpoints.